Incident Manager
GoDaddy.com - Scottsdale, AZ

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As an Incident Manager at Go Daddy, you will play a crucial role and is responsible for managing and overseeing the Incident Management process across Go Daddy Production Technology. The primary focus is on restoring service when a high impacting production incident occurs. The Incident Manager is responsible for ensuring that a consistent method of incident management is followed including: incident severity classification, coordination of support resources in order to restore service immediately, communication to internal and external customers, and ensure that proper escalation paths are followed for support and executive notifications.

  • Please note: This is an alternating three day (Thursday – Saturday) / four day (Wednesday – Saturday) weekly shift. The shift coverage is 6PM – 6AM.
In this role, you will:
Take the lead for high and critical incidents and related calls.

Guide the NOC staff through the incident restoration process.

Document any observed gaps in technology, monitoring and processes during incident recoveries for areas to improve.

Work with individual teams to assess and properly prioritize service disruptions.

Manage the transition of restored incidents into the Problem Management process and assist with completing all associated needs.

Complete detailed Incident Reports that summarize all service restoration activities and provide for Problem Management post-incident analysis.

Work with NOC Analysts to strengthen the systems and knowledge available to the NOC.

Assist the NOC with troubleshooting and investigating other activities which may lead to a service disruption.

Investigate any impact related to associate incidents to identify any correlations.

Participate in NOC Manager weekly meetings between Incident, Change and Problem management.

Conduct in depth investigation of daily reported downtime to determine what happened.

Perform weekly incident drills and thoroughly document the results to identify areas of improvement.

Develop incident response strategies for quickly recovering from a significant systems or application failure.

Produce and update incident playbooks to be distributed to the NOC as well as other teams

Refine and develop the incident matrix to include more specific escalations or notifications if certain systems are impacted.

Do you have what it takes?

BA Degree in Information Systems/ Technology or equivalent experience

ITIL required within the first 90 days of hire

CCNA, Network+, Server +, and/or MCSA certifications also preferred

Four or more years of experience with network, server and/or IT Infrastructure required

Must have excellent verbal and written communication skills, must be able to write concise, clear, technical content.

Experience communicating and articulating technical status with Internal Departments, Department Heads and Senior Executives

Ability to determine the best course of action based on extremely complex issues in a time-pressured IT environment

A solid understanding of computer, server and networking fundamentals.

An in depth understanding of risk management, network security and IT processes / procedures.

Ability to communicate clearly with all levels of employees

Strong interpersonal skills, high energy, and enthusiasm.

Detail oriented and precise, self-motivated and able to work independently.

Excellent work ethic, team player, must be dedicated, driven and able to thrive in a fast-paced, dynamic environment.

Positive attitude and professional appearance

Organized and adaptable; capable of effectively addressing overlapping tasks/projects and deadlines; able to reliably adapt as necessary in the face of conflict, crisis or changing priorities.

Develop, document and maintain operations policies, procedures, and activities with a focus on ITIL Service Operations best practices.

Develop and report on metrics for the performance of the operations center and its employees.

Go Daddy’s award-winning technical teams design and support the innovative technologies that are transforming the cloud, the internet and the world. From product developers to network engineers, data center technicians to platform engineers, our expertise ensures our customers have the technical solutions to meet their needs. We develop world-class products that help our customers establish, enhance and evolve their online presence.

Are you ready to GO with us?

When you GO with Go Daddy, you have the opportunity to be part of something special by making a meaningful difference in the lives of our customers. Their success is our success.

Here’s what you need:
Passion to contribute to a truly exceptional customer experience, no matter your job title

Understanding that innovation and creativity is a part of what we do every day

Agility and action orientation – we move at the speed of tech

Understanding of the privilege and obligation of being part of a team

Here’s what we’ll provide:
A fun, dynamic and challenging work environment

Formal and informal opportunities and support for ongoing learning, growth and development

Team building activities and recognition

Competitive base plus bonus incentive

100% employer-paid medical, dental, and insurance coverage for all benefit-eligible Go Daddy employees

Three weeks paid vacation your first year of employment

Go Daddy has been recognized because of its outstanding benefits, compensation, unique perks, diversity and company camaraderie. Go Daddy was awarded the 2011 and 2012 Alfred P. Sloan Award for Business Excellence in Workplace Flexibility Honoree - Arizona, Iowa & Denver. Go Daddy is the #1 IT Company on Inc. Magazine's inaugural Hire Power list of job creators.

Go Daddy’s philanthropic work supports a wide variety of charitable and community organizations dedicated to causes including women and children, domestic violence, child abuse, teenage homelessness, animal shelters and more. Visit www.GoDaddyCares.com for more information.

Go Daddy is proud to be an equal opportunity employer.

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